Project Quality
Management
Quality Certification (PMP is an
ISO 9000 certified credential)

ISO 9000: 2005

Quality Principles:
 Principle
1 Customer focus
 Principle
2 Leadership
 Principle
3 Involvement of people
 Principle
4 Process approach
 Principle
5 System approach to management
 Principle
6 Continual improvement
 Principle
7 Factual approach to decision making
 Principle
8 Mutually beneficial supplier relationships
9-2
Project Quality
- Understand the importance of project quality; what is
it?
- Describe quality planning and its relationship to
project scope management
- List the three outputs of the quality control process
- Understand a few tools and techniques for quality
control
What is Quality?
Car
Ride, Reliability, Fit and Finish, Audio System
Food
Taste, Smell, Color, Texture, Freshness
Clothes
Fit, Stitching, Comfort, Wear?
Means different things to
different stakeholders
What is Quality?

The International Organization for Standardization
defines quality as the totality of characteristics of an
entity that bear on its ability to satisfy stated or implied
needs
Other experts define quality based on
– Conformance to requirements; meeting written
specifications.
– Fitness for use; ensuring a product can be used as it
was intended.
Purpose of QM
To Ensure that the Project Will Satisfy the
Needs for Which it was Undertaken.
–scope
–cost
–performance
–Meet or exceed customer satisfaction
The Customer or End User Ultimately Decides if Quality
is Acceptable. Period.
PQM Processes
1. Quality planning: identifying which quality standards
are relevant to the project and how to satisfy them
2. Quality assurance: evaluating overall project
performance to ensure the project will satisfy the
relevant quality standards
3. Quality control: monitoring specific project results to
ensure that they comply with the relevant quality
standards while identifying ways to improve overall
Quality
We will restate/review all this a bit later.
Quality is Planned In
1. It is important to design in quality and communicate
important factors that directly contribute to meeting
the customer’s requirements
2. Design of experiments helps identify which variables
have the most influence on the overall outcome of a
process – (tests of change)
3. Many scope aspects of IT projects affect quality like functionality, features, system outputs,
performance, reliability, and maintainability
(underscoring scope mgt.)
Objectives
Steps to Attain
Related to Goal The Objective
Related to my
Goal
Measures
Timeframe –
Date Objective
is to be
Accomplished
Notes
8-10
Scope, Time, Risk, Human Resources, Procurement, Quality, Communication, Cost, Stakeholders,
Quality Assurance
Quality assurance includes all the activities related to
satisfying the relevant quality standards for a project
Another goal of quality assurance is continuous quality
improvement
Benchmarking can be used to generate ideas for quality
improvements
Quality audits help identify lessons learned that can
improve performance on current or future projects
Quality Assurance Plan

For big projects, it can look like a book complete with
chapters and indices if not on e-doc

Key projects of any size require some sort of plan to
ensure quality standards are met
Quality Control
The main outputs of quality control are
– acceptance decisions
– rework
– process adjustments
A few tools and techniques include

Pareto analysis

statistical sampling

Six Sigma – major quality endeavor

quality control charts

Using your own critical eye
Pareto

Pareto analysis involves identifying the vital few
contributors that account for the most quality problems
in a system
• Also called the 80-20 rule, meaning that 80% of problems
are often due to 20% of the causes
• Pareto diagrams are histograms that help identify and
prioritize problem areas
Statistical Sampling and
Standard Deviation
• Statistical sampling involves choosing part of a
population of interest for inspection. The size of the
sample depends on how representative you want the
sample to be.
Six Sigma
(Represents
a Standard Deviation)

Six Sigma is “a comprehensive and flexible system for
achieving, sustaining and maximizing business success.
Six Sigma is uniquely driven by close understanding of
customer needs, disciplined use of facts, data, and
statistical analysis, and diligent attention to managing,
improving, and reinventing business processes.”*
*Pande, Peter S., Robert P. Neuman, and Roland R. Cavanagh, The Six Sigma
Way. New York: McGraw-Hill, 2000, p. xi
Six Sigma Basic Info

The target for perfection is the achievement of no more
than 3.4 defects per million opportunities
The principles can apply to a wide variety of
Processes. It represents a standard - an ideal.
Six Sigma

It is an operating philosophy that is customer-focused
and strives to drive out waste, raise levels of quality,
and improve financial performance at breakthrough
levels

Requires organization-wide commitment
Modern QM - Noted Quality
Experts – Recognize their Names
Modern quality management
– requires customer satisfaction
– prefers prevention to inspection
– recognizes management responsibility for quality
Noteworthy quality experts include Deming,
Juran, Crosby, Ishikawa, Taguchi, and
Feigenbaum
Deming was famous for his work in rebuilding Japan car industry and his 14
points.
Juran wrote the Quality Control Handbook and 10 steps to quality
improvement.
Re-defined quality focused on the customer’s view, fitness for use
not the manufacture’s view, conformance to requirements.
Crosby wrote Quality is Free and suggested that organizations
strive for zero defect; looked at the total cost of poor quality.
Ishikawa developed the concept of quality circles and pioneered the use of
Fishbone diagrams
Taguchi developed methods for optimizing the process of
-- engineering experimentation
-- Quality should be built in not inspected in.
Feigenbaum developed the concept of total quality control
– Quality is the responsibility of people who do the work.

“It is most important that top management be
quality-minded. In the absence of sincere
manifestation of interest at the top, little will
happen below.” (Juran, 1945)
A large percentage of quality problems are
associated with management, NOT technical
Issues. It’s about the PEOPLE.
Fun With a Fishbone

Ishikawa is Easy
The Cost of Quality
– the cost of conformance or delivering products that meet
requirements and fitness for use
– the cost of nonconformance or taking responsibility for
failures…or not meeting quality expectations
PMBOK Processes

Q Planning = used to determine the relevant quality
standards…generates the PLAN.

The PLAN becomes a major input item into
1. “perform quality assurance”
2. “perform quality control”
What is Quality Assurance?

The process of *auditing* the quality requirements and
the results from quality control measurements to ensure
appropriate quality standards and operations definitions
are used.
Perform Quality Assurance

Makes recommendations for changes that --after
approval by the integrated change control process-become an input item to the perform quality control
process (used to control for compliance to standard and
quality).
What is Quality Control?

Identifies defects in a finished product

Ensures functionality
Perform Quality Control
Process
Generates quality control measurements, which, in turn, is
an input back to the quality assurance process.
Because you never give up on quality!
Remember

Every change order or request has to go through the
integrated change control process. Only approved
changes are processed.

Know the difference between accuracy and precision.
Accuracy and Precision

Accuracy is the degree of conformity of a measured or
calculated quantity to its actual (true) value

Precision is the degree to which further measurements
or calculations show the same or similar results.

In other words, the precision of an
experiment/object/value is a measure of the reliability
of the experiment, or how reproducible the experiment
is. The accuracy of an experiment/object/value is a
measure of how closely the experimental results agree
with a true or accepted value.

Both accuracy and precision are terms used in the fields
of science, engineering, statistics – and Project
Management.
Memorize for CAPM Exam

Quality is planned not built in

“Perform quality assurance” uses tools and techniques
of the quality planning and quality control processes.

Low quality is always a problem but low grade isn’t.

Ishikawa diagram is also called a cause-and-effect, or
fishbone diagram.
It all comes together this way

Quality management plan, quality baseline, and quality metrics are the
major output items of the quality planning process

Project Management plan and project scope statement are major input
items to the quality planning process

The output of 3 processes—Q planning, Q control, and direct and manage
project execution become the INPUT to Q assurance.
PDSA Cycles

The plan –do-check-act cycle, aka plan-do-study-act,
defined by Shewhart and modified by Deming is the
basis for Quality Improvement.

It will be of huge benefit to your career if you represent
quality…the higher the grade the better.
Quality Control

Many people get confused between quality control (QC) and
quality assurance (QA).

Orgs can define their own internal quality standards, processes,
and procedures. The org will develop these over time - and
relevant stakeholders will be required to adhere by them.

The process of making sure that the stakeholders are adhered to
the defined standards and procedures is called quality control.
In quality control, a verification process takes place.
CONTROL

Certain activities and products are verified against a
defined set of rules or standards.

Every organization that practices QC needs a Quality
Manual. The quality manual outlines the quality focus
and the objectives in the organization.

The quality manual gives the quality guidance to
different departments and functions. Therefore,
everyone in the organization needs to be aware of his or
her responsibilities mentioned in the quality manual.
Quality Assurance (QA)

QA is a broad practice used for assuring the quality of
products or services.

In QA, a constant effort is made to enhance the quality
practices in the organization. (It’s larger in scope than a
“team of testers.”)

Therefore, continuous improvements are expected in
quality functions in the company & there is usually a
dedicated quality assurance team assigned. This is not the
same as testers like Tom’s team.

QA team of the organization have many
responsibilities…foremost is responsibility to define a
process for achieving and improving quality.
QA

The QA function of an organization uses many tools for
enhancing the quality practices. These tools vary from simple
techniques to sophisticated software systems.

An orgs’ quality assurance professionals often go through
formal trainings and get certified.

Since quality is a relative term, there is plenty of opportunity
to enhance the quality of products and services – that’s
continuous improvement.

The quality assurance teams of organizations constantly
work to enhance the existing quality of products and
services by optimizing the existing production processes and
introducing new processes. In the meantime, Tom’s team
will inspect, test, kick out defects and likely collaborate
with QA to figure out any consistent failures.
Summing it Up

Quality control is a product-oriented process. Quality
assurance is a process-oriented practice.

Quality control makes sure the *end* product meets quality
requirements

Quality assurance makes sure that the *process* of
manufacturing the product adheres to standards.

Therefore, quality assurance can be identified as a
proactive process, while quality control can be considered
a reactive process.

http://www.pmpden.com/pmbok-5-exam-questionsfree/pmp-exam-questions-6/